I have over 8 years of experience in customer service environments which I've spent in the BPO industry based in the U.S. I've been employed as a team leader by Intuit, where I am involved in managing teams and honing the skills of my agents:
Essential Functions/Core Responsibilities:
1. Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
2. Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
3. Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
4. Ensure service delivered to our customers meets contractual Key Performance Indicator ‘KPIs’ and financial expectations.
5. Communicate expectations to employees and provide timely updates.
6. Provide subject matter expertise in handling escalated customer calls as needed.
7. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
8. Stay current on internal work processes, policies, and procedures. Attend required manager development training.
9. Promote the company values through both behavior and attitude, including being an advocate for team members.
10. Evaluate chats and calls to ensure the quality of the staff’s' interaction.
I am confident that with my extensive work experience, the skill set I've developed over the years and my unyielding desire to exceed expectations of my customers and clients, I will be an invaluable addition to any company who will choose to hire me.
*I am committed to donating my 10% earnings per month to the unfortunate people/charity organization. This is one of the benefits you will get from my service, to be part of my advocacy. It's been my dream to do charity works but I do not have the means to do it. With my talents, skills, and wide experience, I will use this as my ticket to fulfilling that dream and I NEED YOUR HELP by considering me to be part of your company. Please see below to know more about me. Thank you!